Posted May 5th, 2008 by Jack Loechner
[lots snipped out, these are highlights]
Among the initial findings of a new study, “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media,” by the Society for New Communications Research, “… there is a growing group of highly desirable consumers using social media to research companies: 25- to 55-years old, college-educated, earning $100,000+…” said Dr. Ganim Nora Barnes, senior fellow, SNCR.
As social media usage becomes more ubiquitous, says the summary report, affluent consumers are using social media channels to share their personal customer service experiences and learn about others’ care experiences when making purchase decisions.
| Degree of Agreement That Customer Care Experience Shared Online is Important in Purchase Choice | |
| Degree | % of Respondents |
| Strongly agree |
14% |
| Agree |
60 |
| Neutral |
18 |
| Disagree |
7 |
| Stongly disagree |
1 |
| Source: SNCR, April 2008 | |
For more information, please visit the Society for New Communications Research here.
